How to Transform Government Services Through Customer Experience Leadership With Martha Dorris

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Martha Dorris is the founder of Dorris Consulting International and one of the most recognized voices in government customer experience transformation. After a 34-year career at the U.S. General Services Administration (GSA), she built a consulting business focused on helping agencies and industry partners modernize how government serves citizens.
In this episode of The Principal Podcast, Martha shares how trust, relationships, and long-term credibility drive growth in professional services, especially in complex industries like government consulting and digital transformation.

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Links:

StreamYard (for guest): https://streamyard.com/dnb36webtt
YouTube (for sharing): https://www.youtube.com/watch?v=zFG6IWiGHZ8
Apply to be a guest: https://ghapodcast.com/application-to-be-a-guest-on-consulting-leaders/

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Martha's Bio:

Martha Dorris is the Founder of Dorris Consulting International, a consulting firm focused on improving government customer experience and digital service delivery. She previously spent 34 years at the U.S. General Services Administration (GSA), where she led initiatives around citizen services, digital government, cloud adoption, and intergovernmental collaboration.
She founded the Service to the Citizen Awards program, which has recognized more than 1,600 public and private-sector leaders improving government services over the past eight years. Martha also hosts the CX Tipping Point Podcast and advises organizations on customer experience strategy, public-sector modernization, and government-industry collaboration.
Her work has been recognized with honors including the Fed 100 Award and the ACT-IAC John J. Franke Award.

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Show Notes:

Martha Dorris has spent her career helping government organizations modernize the way they serve people. During her leadership tenure at GSA, she helped pioneer some of the federal government’s earliest digital service and customer experience initiatives, laying the groundwork for many of today’s citizen-focused government programs.
After leaving government, she founded Dorris Consulting International to help agencies and private-sector firms navigate customer experience, digital transformation, and service delivery modernization. Alongside her consulting work, she created the Service to the Citizen Awards, recognizing hundreds of public and private-sector leaders improving government services across the country.
This conversation goes beyond government transformation. Martha shares what it takes to build a trusted advisory business in a relationship-driven industry: how credibility compounds over time, why community-building matters, and how long-term partnerships become the foundation of sustainable firm growth.

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Proposed Interview Structure:

1. What originally drew you into government transformation and customer experience work?

2. What specific problems are you helping agencies and industry partners solve today, and why does solving those problems matter so personally to you?

3. Who are your ideal clients today, and who typically makes the decision to bring you in or engage Dorris Consulting International?

4. You’ve built visibility through awards programs, newsletters, events, and podcasting. What has worked best for growing your consulting business and building credibility in the government space?
Current Acquisition Channels: Referral, Content, Webinars, Podcast (guesting), Podcast (hosting), Speaking engagements
Sub Question: You also host the CX Tipping Point Podcast. What do you think consultants and advisors can learn from podcasting as a long-term relationship and trust-building tool?

5. Government and enterprise consulting often involve long trust-building cycles. How do you personally move relationships from early conversations to long-term consulting engagements?

6. You’ve maintained relationships across government and industry for years. What’s your approach to retaining clients, staying relevant over time, and creating partnerships where clients continue coming back?

7. Given how much the government CX and digital transformation space is evolving, where do you find yourself most challenged or stuck right now as a consultant (if at all)?

8. Looking ahead, where do you see the biggest opportunity for customer experience and digital government consulting over the next few years?

Видео How to Transform Government Services Through Customer Experience Leadership With Martha Dorris канала Guillaume Jouvencel